Just published my first post on QuestBack's "Friends of Feedback" blog site. If you're interested you can check it out at:
http://www.friendsoffeedback.com/customer-feedback-and-the-dialogue-dilemma/
An excerpt follows:
Generally speaking, businesses seek customer feedback for purposes of identifying customer issues and taking actions that improve their satisfaction and loyalty. Yet, the majority of solicited customer feedback isn’t acted upon. And worse, there are indications that if feedback isn’t acted upon, negative customer experiences result. An exact opposite effect to the one intended. I call it the “Dialogue Dilemma”.
There's a bunch other good information on customer feedback management on the F-of-F blog too....
http://www.friendsoffeedback.com/customer-feedback-and-the-dialogue-dilemma/
An excerpt follows:
Generally speaking, businesses seek customer feedback for purposes of identifying customer issues and taking actions that improve their satisfaction and loyalty. Yet, the majority of solicited customer feedback isn’t acted upon. And worse, there are indications that if feedback isn’t acted upon, negative customer experiences result. An exact opposite effect to the one intended. I call it the “Dialogue Dilemma”.
There's a bunch other good information on customer feedback management on the F-of-F blog too....
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